Contact
-
Blog
Korea’s Hanon Systems notifies employees of data breach that compromised SSNs, contact info
South Korea’s Hanon Systems over the weekend confirmed it notified 1,205 Americans of a July 2024 data breach that compromised names, Social Security numbers, and contact information. Ransomware group Hunters International claimed responsibility for the attack, saying it stole more than 1.6 million files, or 2.3 TB of data. Hanon’s notice to victims states, “On July 21, 2024, HS was…
Read More » -
Blog
5 Proven Benefits of Contact Center Workforce Optimization
Contact center workforce optimization has two pillars: workforce management (WFM) and quality management (QM). WFM consists of forecasting, scheduling, and balancing workloads to ensure you have the right people in the right seats at any given time. QM means monitoring, analyzing, and improving agent performance. Without both, you’ll struggle to meet demand, let alone exceed customer expectations. Contact center workforce…
Read More » -
Blog
7 Proven Ways to Elevate Your Contact Center Experience
Customers want to be able to reach you on their terms, preferably as fast as possible. Improving the contact center experience gets you closer to meeting that expectation. Making it easy for customers to find what they need isn’t as complicated as it sounds. There’s no mystery or strange arcane science to it — you can roll out all the…
Read More » -
Blog
Does “Off-the-Shelf” Contact Center Integration Really Work?
You’ve probably heard the phrase “seamless integration” if you’ve looked into buying business software. Vendors like to paint a pretty picture of contact center integration: just download, point, click, and voila. In reality, it’s not that simple. The one-click integration promise Integrating CRM data into your contact center platform isn’t just nice to have — it’s required to get the…
Read More » -
Blog
Is a Virtual Contact Center Viable for Busy Companies?
Virtual contact centers leverage cloud-based VoIP technology, enabling high-volume communication from any internet-connected device. They combine advanced call handling, routing, analytics, agent management, and queueing into one user-friendly platform. All while enabling the people who use it to make and take calls — or manage the system — from home, a coffee shop, a hotel room, or their desk at…
Read More »